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The purposes of this study is two-fold: it examines antecedents and consequence of
choosing an emotional labor strategy from the basis of the conservation of resource theory …

Managing emotions of the hotel employees has been identified as a significant aspect of
retaining loyal guests. This study aims to examine to what extent hotel front-office employees …

26) Parasuraman, AV, Zeithamil, VA, & Berry, LL," SERVQUAL: A multiple-item scale or
measuring customer perceptions of service quality", Journal of Marlevting, Vol. 61, No. 1 …

Purpose–Based on two studies on different occupational groups, the purpose of this paper is
to examine the relationship between perceived organizational support (POS) and different …

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Many studies on personality traits, socialization levels, and emotional labor were carried out
and the importance of these concepts for organizations were emphasized. However, it was …

Service delivery process in hotel enterprises necessitates the contact and interaction
between employee-customer. Transmission of emotional messages to customers as a …

Employees working in service industry are involved in their work not only with their
intellectual and physical qualifications but also with their emotional qualifications. For this …

These are typical “help wanted” ads that can be found everywhere in the hospitality industry.
Whereas farms or factories are hiring “hands” or “heads,” hospitality companies want to hire …